K Raheja Hospitality, one of the largest players in the services segment in India has automated its service delivery related tasks, fine tuned standards and set new benchmarks.

The hospitality major wanted to deliver the services to its guests without increasing staff strength. In short, it wanted to increase productivity of its existing manpower. For that, it recently deployed IDS Software’s Fortune Care solution across all its hotel properties in the country.

Care which is designed specifically to improve the efficiency of a hospitality establishment by offering a one-point contact for the guest. From hereon, any query, request or incident is forwarded to the concerned department or team, firstly, bringing all functions together and secondly, ensuring that they work at peak efficiency by following the entire query / request from end-to-end and ensuring that that the case is close-looped setting better benchmarks each time. Be it in form of the turn-around-time, quality or efficiency. Fortune Care facilitates various reports in an intuitive and graphical format, thus enabling monitoring of every little detail. There are daily, weekly and monthly reports that a Hotelier can extract information from.

Rajoo Bhasker, Senior Systems Manager, K Raheja Hospitality said, “Care is taking care of our hotel.  We have been able to better our own benchmarks against the set standards of our hotel. It helps us keep a tab of every customer need, however small it may be and the result is seen through increased customer satisfaction.”

While they had set standards for service delivery to the guest, they could only map this process manually which involved a lot of paper work and manual intervention. Any lapses could not be pin-pointed and there seemed no scope to either fine tune or further improve their service levels, said Rajesh P. Yadav, Head— Marketing and Sales, IDS Softwares Pvt. Ltd., .
“Everything was done manually with information passed from one person to another on hotel phones.”

He said that the group has been using IDS Fortune Enterprise V3.3 - Property Management System for more than 7 years now. “So when the need for this kind of a solution was felt, they just contacted IDS.” The deployment, implementation and training were completed in 7-10 days per site.

Before the deployment, each site was readied in terms of application server, nodes, networking, OS and RDBMS Software and other equipments like Dialogic Card, Mobile Phones etc. The actual installation at site involves parameterization of Fortune Care software as per the need of each site, training of the staff that would use the software and hand-holding of the users after Go-Live by IDS Engineer till they can use the software independently, Yadav said.

As all the K Raheja Hotels have been using IDS Fortune Enterprise V3.3 Property Management System, it was easier for Care to seamlessly integrate with Fortune Enterprise. There is a lot of data sharing between these two different solutions from IDS.

 While IDS or Rahejas did IDS only charges a software licensing fee on Fortune Care, Yadav said that once the product is installed and the staff trained on the use of the software, IDS offers a 24 X 7 X 365 days support to clients in case of any queries with the product. There is an annual maintenance contract to be signed by the users after the expiry of the standard warranty period. The license is per property.